This tutorial describes how to create an incident with Octopus.
EditCreate and incident from the user's file
This method of creating an incident has two advantages:
- It lets you find the user using different search criteria.
- It lets you see existing requests for the user before your start the incident creation process.
1. Activate the
Users module (press F3)
Note that the cursor is located at the top right in the 'Search a user' box.
2. Type a value to search (first name, last name, phone extension, Windows username) and press "ENTER".
3. Octopus displays the matching records.
4. Select the right user in the list.
Note that you can easily see previous requests for that user in the Incidents tab. You can also see the hardware and software that this person uses in the CI tab.
5. Press F4 or click the "Create Incident/SR" action.
Octopus opens the incident creation from with the user field already set to the correct value.
6. Enter a subject or select a pre-defined subject in the incident templates drop-down list.
7. Enter a description.
8. Check the "Open the form" check box.
9. Click OK or press enter to save the new incident.
EditOther method of creating an incident
EditMethod 2: From an asset (CI)
1. Activate the
Configuration module
Note that the cursor is located at the top right in the 'Search a CI' box.
2. Type a value to search (name, inventory number, IP address) and press "ENTER".
3. Octopus displays the matching records.
4. Select the right CI in the list.
Note that you can easily see previous requests for that affected this CI
5. Press F4 or click the "Create Incident/SR" action.
Octopus opens the incident creation from with the CI field already set to the correct value.
6. Enter a subject or select a pre-defined subject in the incident templates drop-down list.
7. Enter a description.
8. Check the "Open the form" check box.
9. Click OK or press enter to save the new incident.
Edit Method 3: From the incident module
1. Activate the
Incidents/SRs module (press F2)
2. Press F4 or click the "Create Incident/SR" action.
3. Select a user (you can type the first letters of the last name to move to the right item in the list).
4. Enter a subject or select a pre-defined subject in the incident templates drop-down list.
5. Enter a description.
6. Check the "Open the form" check box.
7. Click OK or press enter to save the new incident.